Norton Internet Security / Norton AntiVirus

[westjessee]

My very first post on anything but facebook.  My knowledge of computers is pathetic but I am too poor to hire someone to clean these horrible viruses from my computer.

I have Norton Constant Guard through my internet provider.  I had warnings about Hacktool.Rootkit and I thought I had cleaned it up but I may have just chased it into hiding.  Trojan.Gen.2 and Trojan.Zeroaccess show up every time I restart my computer or if it sits idle for very long.  Norton sends me reassurance that the problems are "fully resolved" - but after floundering around for a few days I am desperate.  

I am using Vista Home Premium Service pack 2 - 64 bit.

Any help would be greatly appreciated.

[dickevans Super RootKit Eradicator]

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westjessee wrote:

My very first post on anything but facebook.  My knowledge of computers is pathetic but I am too poor to hire someone to clean these horrible viruses from my computer.

I have Norton Constant Guard through my internet provider.  I had warnings about Hacktool.Rootkit and I thought I had cleaned it up but I may have just chased it into hiding.  Trojan.Gen.2 and Trojan.Zeroaccess show up every time I restart my computer or if it sits idle for very long.  Norton sends me reassurance that the problems are "fully resolved" - but after floundering around for a few days I am desperate.  

I am using Vista Home Premium Service pack 2 - 64 bit.

Any help would be greatly appreciated.

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Welcome,

Sorry we have to meet under these circumstances. You will need expert assistance. Please do not attempt any self-help fixes until it arrives. User, volunteer, Quads is our resident expert. He will respond when he sees your message and guide you through the process. Be patient, he's helping several others and still tries to have time to eat and sleep.

Thanks

[Quads]

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dickevans wrote:

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, he's helping several others and still tries to have time to eat and sleep.

Thanks

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If I am lucky   

Quads

[Quads]

ANY other user other than the thread starter is not to use any instructions, scripts or proceedures,  The work though in cleaning a system is individual and only for that system due to a number of factors.

Please do not run any tools unless instructed to do so. 

• We ask you to run different tools in a specific order to ensure the malware is completely removed from your machine, and running any additional tools may detect false positives, interfere with our tools, or cause unforeseen damage or system instability. Do as the instructions ask nothing extra or run things twice
• If I ask a Question just answer it, don't run anything unless it states.
• Major steps used:

1. Find

2. Break

3. Destroy

4. Cleanup  (including system as a whole)

Please read every post completely before doing anything. 

• Pay special attention to the NOTE: lines, these entries identify an individual issue or important step in the cleanup process.

• Logs from malware removal programs (OTL is one of them) can take some time to analyze. I need you to be patient while I analyze any logs you post. Please remember, I am a volunteer, and I do have a life outside of these forum, (sometimes )
  
  
• Attention to detail is important! Since I cannot see or directly interact with your computer I am dependent on you to "be my eyes" and provide as much information as you can regarding the current state of your computer.

Do you have a Flash Drive??

Quads 

[dickevans Super RootKit Eradicator]

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Quads wrote:

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dickevans wrote:

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, he's helping several others and still tries to have time to eat and sleep.

Thanks

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If I am lucky   

Quads

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In my business we feel that it's a good day when you break even and come home safely

And again, thank you for all you are doing here.

[westjessee]

Yes, have flash drive and so grateful for your help!

[Quads]

Step 1

Read Slowly and all of it.

Please download http://www.bleepingcomputer.com/download/farbar-recovery-scan-tool/  Download the 64bit version

Transfer it on to the Flash Drive

Enter System Recovery Options. 

To enter System Recovery Options from the Advanced Boot Options:

• Restart the computer.
• As soon as the BIOS is loaded begin tapping the F8 key until Advanced Boot Options appears.
• Use the arrow keys to select the Repair your computer menu item.
• Choose your language settings, and then click Next.
• Select the operating system you want to repair, and then click Next.
• Select your user account and click Next.

On the System Recovery Options menu you will get the following options:

Startup Repair
System Restore
Windows Complete PC Restore
Windows Memory Diagnostic Tool
Command Prompt

• Select Command Prompt
• In the command window type in notepad and press Enter.
• The notepad opens. Under File menu select Open.
• Select "Computer" and find your flash drive drive letter and close the notepad.
• In the command window type e:\frst.exe (for x64 bit version type e:\frst64) and press Enter
  Note: Replace letter e with the drive letter of your portable hard drive
• The tool will start to run.
• When the tool opens click Yes to disclaimer.
• Press Scan button.
• It will make a log (FRST.txt) on the flash drive.  restart the system and load Windows Pleaseattach the log in  your reply back..

Quads

[westjessee]

Done

[Quads]

Step 2

Download the script attached, needs to be the same file name as well (fixlist.txt), Copy across to flash drive

NOTE: This script was written specifically for this user, for use on that particular machine. Running this on another machine may cause damage to your operating system

Now please enter System Recovery Options again. Like previously

• Select Command Prompt
• In the command window type in notepad and press Enter.
• The notepad opens. Under File menu select Open.
• Select "Computer" and find your flash drive letter and close the notepad.
• In the command window type e:\frst.exe or frst64.exe and press Enter
  Note: Replace letter e with the drive letter of your flash drive.
• The tool will start to run.
• When the tool opens click Yes to disclaimer.
• Press the Fix button just once and wait.
• The tool will make a log on the flashdrive (Fixlog.txt) please post it to your reply (attach).

Quads

[westjessee]

Also done.